Cybereason
Together as defenders united we can successfully reverse the adversary advantage and put an end to cyber attacks.
Boston, MA
Remote

Security Services Operations Manager at Cybereason (Greater Boston Area, MA or Remote)

| Greater Boston Area | Remote
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Who We Are:

Cybereason is the champion for today’s cyber defenders providing future-ready attack protection that unifies security from the endpoint, to the enterprise, to everywhere the battle moves.

Cybereason analyses 9.8PB of threat intelligence weekly to help organisations reduce investigation periods by up to 93% and promote a greater span of control of 1 analyst for every 200k endpoints. The resulting ROI is over 300% (Forrester).

The Cybereason Defense Platform is truly next generation. It combines the industry’s top-rated detection and response (EDR and XDR), next-gen anti-virus (NGAV), and proactive threat hunting to deliver context-rich analysis of every element of a malicious operation (Malop). The result: defenders can end cyber attacks from endpoints to everywhere.

We are a company that wins as one.  We are daring, always evolving, and never give up.  Most importantly we accept our employee for who they are and embrace people that may not fit the typical mold #UBU.


Group & PositionSummary:

We are looking for an Operations Manager to join our Customer Strategy & Operations team at Cybereason! 

In this position, you will manage global projects and cross-organizational initiatives, set up our function teams for success and smooth scaling, play a key role in operational planning and contribute to the overall achievement of the company and organizational OKRs. 

As part of this role, you will have a strong relationship with many stakeholders within the company and will be familiar with business processes. CS Operations Manager will work closely with the counterparts in all Cybereason sites to keep Cybereason a global unified company and help us excel in our goals. You will also be leading the way for improving organizational processes in order to result in better quality, productivity and efficiency and reporting on critical business metrics. 

The ideal candidate will be approachable and customer service oriented. They have a passion for problem-solving and will challenge their peers to think on their feet. This person will thrive in a fast-paced environment and enjoy juggling multiple projects at once, while keeping the best interest of the company as a top priority.

In this role you will:

  • Provide tactical support to the rest of the Success team, helping them improve their KPIs and efficiency.
  • Manage key OKRs & KPIs  across the assigned departments to track strategic goals and milestones achievement
  • Play a key role in establishing  an operating rhythm of the assigned domains/departmental projects to ensure they are running effectively and efficiently
  • Take leading part in definition, management and facilitation of processes, workflows and mechanisms from ideation through adoption to help scale the business
  • Work closely with  leadership throughout the assigned lines of business on internal communication, new initiatives planning, business analysis  and support them from an operations standpoint to drive changes and improve overall customer experience levels
  • Work alongside the global business operations, field operations and other function teams on cross organizational coordination and projects

What We’re Looking For:

  • 5+ years of experience in business operations, Customer Success, project management, business analytics or related roles
  • To be the operational heartbeat of the team and a strong voice of the Customer Success organization; bring in the right people, processes and technology together to deliver the best service tour customers and wider business
  • Strong knowledge of Customer Success frameworks, processes, lifecycles, KPIs and systems. Candidates need to have a solid understanding of terms such as Gross Churn, Net Revenue Retention, CAC (Customer Acquisition Cost), C-SAT, NPS etc
  • Excellent project management skills, including the ability to translate a vision into actionable plans, leveraging project best practices and tooling
  • Experience with Salesforce or other CRM, project management and customer management tools
  • Clear and concise communicator and writing style.  Ability to explain and summarize complexity in simple terms
  • Proactive and solution oriented, with a can-do attitude
  • A process mentality focused on simplicity, automation, scale and efficiency
  • Willingness to learn and develop themselves constantly
  • Experience in the cyber security domain is desirable but other backgrounds in technology, particularly SaaS, endpoint or enterprise software will be considered
  • Ability to travel as needed when conditions permit (<25%)
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Where we are

Copley Square has the best selection of food and bars in the city, as well as being a hub for Boston's famous food trucks.

Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
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What are Cybereason Perks + Benefits

Cybereason Benefits Overview

Whether you’re in one of a Cybereason’s beautiful, collaborative offices around the globe or working from home, our people are engaged in a flexible work culture that honors your most productive work environment. Nearly half of all Cybereason employees work remotely, so it’s not just allowed, it’s deeply ingrained into our culture. We are headquartered in the center of the thriving Boston tech community, and offices in Tel Aviv, and Tokyo.

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Daily sync
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Our UbU advisory board is in place to hold our organization accountable for DEI initiatives.
Hiring Practices that Promote Diversity
Our talent acquisition team uses non-bias tools in our sourcing and hiring efforts.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Since we are currently working remotely, and we are facing unprecedented times, Cybereason has partnered with the Calm app. Each employee has a free premium subscription.
Retirement & Stock Options Benefits
401(K)
Roth and Traditional 401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Cybereason currently reimburses its employees up to $50 a month for any exercise membership.
Home Office Stipend for Remote Employees
Cybereason reimburses its employees for home office equipment up to a certain amount.
Professional Development Benefits
Job Training & Conferences
Diversity Program
UbU: Cybereason is solving some of the most complex technology challenges of our time. To fully express their talents, our employees deserve the most open, affirming workplace possible.
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available

An Insider's view of Cybereason

How would you describe the company’s work-life balance?

Cybereason does an awesome job at making sure each employee takes time for themselves, especially during these trying times. We've had extra company-wide days off, extended long weekends, and even end the day a little early on Fridays for Happy Hour Trivia! I'm very grateful that our senior leaders truly care about our lives outside of Cybereason.

Emily

People Operations Generalist

What's the biggest problem your team is solving?

My team works to solve one of the most difficult issues we face today: keeping people and businesses safe in an increasingly digitized world. Knowing that the work we do matters and brings a positive impact to people’s lives is what keeps us focused each and every day.

Matt

VP of North America Sales Engineering

What makes someone successful on your team?

Win as one’ is at our core. In marketing, it’s impossible for one person to drive impact on their own. Our team relies on partnerships and collaboration to reach goals.

Maranda

VP, Product Marketing

How do you empower your team to be more creative?

I believe in both forgiveness over permission and that anyone who makes a mistake immediately gets air cover while success brings them a spotlight. I want people focused on outcomes and finding ways there, not worrying about coloring inside the lines.

Sam

Chief Security Officer/President of Cybereason Government

What is your vision for the company?

We have a lot more peaks we want to conquer, and I want to be there for the wins. This company has what it takes to make a huge difference.

Dana

Technical Support Manager

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